CX-hdr-2018

One Data Breach Could Be 'Game Over' for Your Brand, Study Finds

If your company is not already stepping up its security, now might be a good time to start because four out of every five (81%) of consumers say they would stop engaging with a brand online following a data breach.

This was a key finding from security company Ping Identity’s (NYSE: PING) 2019 Consumer Survey: Trust and Accountability in the Era of Breaches and Data Misuse report published this month.

Topics: Customer experience Artificial Intelligence CX Articles & Insights security Ping Identity

3 Key Lessons From Australia's CX Leaders

Last month, professional services firm KPMG published its annual Customer Experience Excellence Report 2019, which surveyed 2503 Australian consumers for their views of the performance of 114 domestic and global brands operating Down Under.  

Topics: Customer experience customer centric CX Articles & Insights

According to Annual Survey, Consumers Hold Companies Responsible for Data Protection

SYDNEY — October 28, 2019 — Ping Identity (NYSE: PING), a pioneer in Intelligent Identity, today released results from its 2019 Consumer Survey: Trust and Accountability in the Era of Breaches and Data Misuse.  The results expose how today’s environment—ripe with data misuse and large-scale security breaches — is impacting Australian consumer behaviour and relationships with service providers around the world.

Topics: Customer experience press release security

Alexa, what’s the rate on my home loan? Big tech's CX-driven move into financial services

Global big tech companies have dipped their toes in the water with payments and some in China are now expanding into the provision of credit, insurance, savings and other investment products, either directly or in cooperation with established financial institutions.

With the exception of Netflix, the so-called FAANG companies (Facebook, Amazon, Apple, Netflix, and Google) and their Chinese counterparts BAT (Baidu, Alibaba, Tencent), are all exploring or offering financial services.

Topics: Customer experience Finance CX Articles & Insights banking

CX Toolkit: The Difference Between Personas and Empathy Mapping and How to Combine Them

Personas and empathy mapping are CX tools which share the common goal of helping you to better understand your customers. As the importance of highly personalised and even predictive experiences rises across channels, the ability to leverage these tools is becoming critically important.

Topics: Customer experience customer centric journey map Voice of Customer customer journey maps CX Articles & Insights customer journey

NSW customers highly satisfied with Council interactions

2019 Local Government Customer Experience Insights Report Reveals Key CX Issues Facing Local Government 

Three quarters of residents are satisfied with the recent contact they have had with their council, according to new research carried out by Fifth Quadrant. The report outlines which councils had the highest satisfaction percentage, and as it turns out also had the highest first contact resolution (FCR) rate. The study suggests that FCR continues to be a crucial metric within the realm of local council customer experience (‘CX’).

Topics: Customer experience CX Articles & Insights consumer research

Security the Top Obstacle to Cloud Adoption and Innovation, Experts Say

Security is the number one concern for organisations looking to commence their digital transformation journeys via migration to the cloud, according to global cybersecurity experts.

Speaking at a Zscaler-hosted lunch event attended by Fifth Quadrant last week, Alex Woerndle, who is an analyst at Ecosystm and on the Board of the Australian Information Security Association, said that organisations need to move away from this outdated view.

Topics: Customer experience CX Articles & Insights security cybersecurity

The Omni-channel: What it is and why it matters

I recently had what I would call a great omni-channel customer experience. We often talk about CX in terms of positive experiences, but the truth is, when things go wrong, this is precisely the moment companies have an opportunity to shine.

My case involved a bed frame which I bought from a large online furniture retailer. The checkout, payment and shipping process was all smooth and quick, which is expected these days.

Topics: Customer experience omni-channel CX Articles & Insights

Inside the Feedback Economy with Usabilla’s Robin Meijer

In September 2019, leading global Voice of the Customer technology provider Usabilla will hold its Global Exchange event, one of the largest CX events held in Amsterdam. The theme of this year’s event is ‘Finding your way through the Feedback Economy’. To find out more about the Feedback Economy and how Usabilla helps companies navigate it, Fifth Quadrant spoke with Usabilla’s Customer Success Team Lead Asia-Pacific, Robin Meijer.

Topics: Customer experience CX CX Articles & Insights

6 Technologies Changing Aged Care In Australia

Charlie Brooker’s hit show Black Mirror tells mostly dystopian stories of how technology can run amuck and seriously mess up our lives.

However, not every episode is necessarily negative. For instance, a happy ending of sorts was possible in the recent choose-your-own-adventure style episode Bandersnatch and back in Season 3, an episode called San Junipero explored the use of Virtual Reality (VR) in elderly and palliative care.

Topics: Customer experience wearables virtual reality augmented reality CX Cloud computing Artificial Intelligence CX Articles & Insights

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